Call Center Specialist
LAUNCH Technical Workforce Solutions is seeking Call Center Specialist for an opportunity in Wood Dale, IL.
Objectives of this role:
Daily Responsibilities:
Why Choose LAUNCH?
A team of aviation staffing experts leads LAUNCH. We understand the challenges of finding the top aviation jobs and we focus on linking you with the best openings in the most sought-after locations.
LAUNCH offers all full-time employees the opportunity to enroll in various medical and ancillary benefit plans to allow each employee to find a plan that works best for themselves and their family. LAUNCH also offers a 401(k) program with a company match. Plus, you join the LAUNCH Loyalty Club on your first day, earning you extra cash bonuses, apparel and safety rewards. Call to learn more about eligibility for travel expense reimbursement, bonuses, and fixed rate incentive opportunities.
If you’re ready to LAUNCH your career, you've found an employer that can take you to new heights.
LAUNCH Technical Workforce Solutions is seeking Call Center Specialist for an opportunity in Wood Dale, IL.
Objectives of this role:
- Answer a high volume of inbound customer inquiries received in our primary call center
- Ensure primary call center success in meeting the service level metrics
- Ability to communicate with the customer in a non-scripted environment, while adhering to company policies
- Identify customer needs, research issues, resolve complaints, and provide solutions
- Maintain ownership of calls throughout the lifecycle of the caller’s request, including order fulfillment, follow-ups with end-users and escalation to appropriate teams
- Accurately process customer requests while achieving Videojet quality standards
- Recommend improvements to systems and processes for improved organizational efficiency
- Primary Call Center Team is responsible for:
- 4,964 Calls Received - Monthly Avg
- 2500 Order/Quote/RMA Volume – Monthly Avg
- 2.8 Mil Order Revenue – Avg Monthly
Daily Responsibilities:
- Build positive relationships by ensuring all customer inquiries receive accurate, efficient and courteous service
- Identify opportunities to drive sales and revenue via lead generation and seize opportunities to upsell whenever possible.
- Utilizes all available information and resources to choose the best solution to meet the needs of the customer.
- Assist customers via phone with:
- Placing orders and quotes
- Issuing return authorizations
- Order status
- Order tracking
- Problem solving
- Meet daily personal/team metrics, and achieve all productivity and quality objectives
- Coordinates with other functional areas, as necessary. Refers unresolved escalated issues as designated by the departments for further investigation.
- Create Salesforce case records of customer issues on a case by case basis.
- Leverage insights gathered in the call center to recommend process-improvement opportunities.
Why Choose LAUNCH?
A team of aviation staffing experts leads LAUNCH. We understand the challenges of finding the top aviation jobs and we focus on linking you with the best openings in the most sought-after locations.
LAUNCH offers all full-time employees the opportunity to enroll in various medical and ancillary benefit plans to allow each employee to find a plan that works best for themselves and their family. LAUNCH also offers a 401(k) program with a company match. Plus, you join the LAUNCH Loyalty Club on your first day, earning you extra cash bonuses, apparel and safety rewards. Call to learn more about eligibility for travel expense reimbursement, bonuses, and fixed rate incentive opportunities.
If you’re ready to LAUNCH your career, you've found an employer that can take you to new heights.